Citizens Support Specialist - Examination

Citizens Support Specialist Examination (OPEN)

CS2026-049

Application Open Date:

05/11/2026

Application Close Date:

05/25/2026

SALARY:

$17.27-$26.03 per hour.

APPLICATION INFORMATION

This application is not for an immediate opening, by submitting an application you are applying to take a Civil Service Examination for the opportunity to be placed on an Eligible List for a future opening. To learn more about the Civil Service examinations and Eligible Lists please visit the

Cleveland Civil Service Webpage:

FAQs | City of Cleveland Ohio To determine if you qualify to take the examination you must include/attach any required documents (i.e. Resume, Certifications, Driver's License, etc…) to support you meet the Minimum Qualifications at the time of submitting your application. Please read the Minimum Qualification section carefully, you may attach PDF or

JPEG EXAMINATION INFORMATION TYPING TEST

This portion of the test is Pass/Fail. A typing speed of 30 WPM or better is expected. Failure to type the minimum words per minute will result in a zero for the final score.

WRITTEN EXAMINATION

: The exam may be computerized, or a traditional pencil and paper designed to test the objectives of the duties and minimum qualifications of the classification.

JOB DUTIES

Under general direction, works with considerable opportunity for collaborating with Divisional staff in planning and carrying out work assignments. Receives and processes, non-emergency calls and responds to calls for services, reporting non-emergency incidents and inquiries about City programs, events, hours of operation, locations and departmental functions.

TYPICAL TASKS

Handle complaints and inquiries received from the public, City Council and other Government offices by telephone, email, in writing and text/chat. Enter data into the appropriate customer relationship management (CRM) system for call center service requests data. Utilize computers, headsets, reference materials and job aids, government records, training sessions to perform thorough analysis of all known information to resolve a customer inquiry within the framework of established policies and procedures. Establish and maintain effective working relationships with supervisors, associates, outside agencies and the general public. Uses excellent listening skills, soft skills, customer service and phone etiquette. Enters highly accurate and complete information to update customer records to confirm conversation and interactions with customers. Refers customers to appropriate offices or agencies and tracks in the appropriate CRM System. Completes necessary forms, documents, letters or e-mails. Utilize Language Line Solutions; three-way calls with citizen(s), City of Cleveland employee and language line associate.

Navigate GIS Map, City Works Map, Cuyahoga MyPlace Map and Goggle Maps:

assist with locations, owners/parcels of properties. General information requests, frequently asked questions about City services, programs and facilities that are available through City of Cleveland resources including a directory of City departments. Tracks in the appropriate CRM system. Research Requests- Complex requests for information, service, or a problem resolution that requires deep subject matter expertise and the ability to investigate and solve a problem. Tracks in the appropriate CRM system. Follows up with customer as necessary to meet the required service level. Performs other job-related duties as required.

MINIMUM QUALIFICATIONS

High School or GED required. Minimum of one year of experience in customer service required. Ability to speak a second language preferred. Typing speed of 30 WPM required. Must be able to work any shift or days assigned. Must be able to lift and carry 30 pounds. Knowledgeable of modern office practices and procedures and the operation of standard office equipment. Some knowledge of the organization and functions of all city departments and associated authorities and of other governmental units (i.e., federal and state government) and outside agencies as they relate to service delivery to the public. Some knowledge of the geographic layout and boundaries of the City of Cleveland including locations of streets, major intersections, subdivisions, important buildings and major landmark Skill in the timely operation of personal computers and related software for entering, retrieving and evaluating requests for service. Skill in the use of standard and specialized office equipment for purposes of communication, data entry and retrieval, duplicating and word processing. Skill in establishing and maintaining effective working communications with other persons. Ability to speak explicitly and to maintain courteous, tactful and effective public relations under high volume conditions. Ability to elicit and understand information from persons under stress and/or who speak with accents or who have limited English-speaking ability. Ability to accurately read information from reports, forms, emails, etc. Ability to distinguish between emergency and non-emergency calls. Knowledgeable of researching topics via the internet.

Reminder:

Minimum qualifications must be met as of the last day of the accepting applications. You must upload these documents at the time of submitting your application or email the documents to CS@Clevelandohio.gov and include the Job Title in the email.

RESIDENCY CREDIT A

person who has had as his/her primary residence in the City of Cleveland for at least one year at the time of filing a Civil Service application , and desires to take an entry-level Civil Service examination, shall, if a passing grade on the written examination is attained, have ten (10) points added to his/her passing score. (

NOTE:

Not all Examinations consider residency credit in the scoring process) To substantiate a claim for residency points, Applicants must

UPLOAD LEGIBLE COPIES

of the following: A signed and notarized Residency Affidavit available on the City's website here: https://www.clevelandohio.gov/sites/clevelandohio/files/AffidavitOfResidency0321.pdf

VETERANS' PREFERENCE

Veterans' preference will be awarded, when applicable, to eligible veterans in accordance with Civil Service Rules 4.40E, 4.40F and 4.40G.Proof of active service or a DD Form 214, must be presented to the Commission at the time of filing application for the examination in which credit is sought in order to qualify for veterans' credit. If the applicant has received an honorable discharge or a general discharge under honorable conditions that applicant shall receive an additional five (5) points added to their raw score on the examination; or ten (10) points are added to their raw score on the examination if applicant's supporting documentation indicates more than fifteen percent (15%) service connected disability.

NOTE:

Only DD Form 214 (long form) or an official armed service document indicating type of discharge or separation and the dates of active service will be accepted as proof of active service.

Reminder:

To determine if you qualify to take the examination you must include/attach any required documents (i.e. Resume, Certifications, Driver's License, etc…) to support you meet the Minimum Qualifications. Please read the Minimum Qualification section carefully, you may attach PDF or JPEG We are an equal opportunity employer. We do not discriminate on the basis of race, color, sex, national origin/ancestry, military status, disability, age and religion. The City's guiding principles are as follows : Placing Clevelanders at the Center, Empowering Employees to Do Purposeful Work, Defining Clear and Pragmatic Objectives, Leading with Trust and Transparency, Striving for Equity in All We Do, and Embracing Change. All City employees are responsible for embracing and carrying out these principles in all that they do.